GUEST RELATIONS MANAGER

Grand Hotels & Resorts

Roles & Responsibilities
Guest Engagement: Personally interact with guests throughout their stay, ensuring they feel welcomed, valued, and comfortable.
Guest Satisfaction: Proactively check guest experiences, identify concerns, and ensure every guest leaves the hotel happy.
Online Reviews: Encourage satisfied guests to share genuine positive experiences through Google, TripAdvisor, Booking.com, MakeMyTrip, and other review platforms.
Checkout Interaction: Personally connect with departing guests, collect feedback, resolve concerns, and politely request honest online reviews.
Complaint Resolution: Handle guest complaints immediately and coordinate with relevant departments to provide quick solutions.
Personalised Hospitality: Recognise special occasions, guest preferences, and VIP requirements to create memorable experiences.
Department Coordination: Work closely with Front Office, Housekeeping, F&B;, and Operations to maintain excellent service standards.
Guest Feedback Management: Monitor guest feedback, identify recurring issues, and recommend improvements to management.
Guest Loyalty: Build robust guest relationships,



encourage repeat visits, and promote positive word-of-mouth recommendations.
Daily Reporting: Submit daily reports covering guest interactions, satisfaction levels, complaints resolved, and online reviews received.

Key Performance Indicators (KPIs)
Guest satisfaction score: 90% and above
Guest complaint resolution: 95% within 24 hours
Consistent growth in genuine positive Google and OTA reviews
Improvement in overall hotel review ratings
Increased repeat guests and positive guest feedback

Ideal Candidate
Excellent communication and interpersonal skills.
Pleasant personality with a positive, proactive attitude.
Solid problem-solving and complaint-handling abilities.
Previous experience in hotel guest relations or front office.
Fluency in English and Tamil; additional languages are an advantage.
Passionate about hospitality and delivering exceptional guest experiences.

Our Goal: Every guest should leave Grand Hotels with a smile, a memorable experience, and a genuine desire to recommend us.

📌 Guest Relations Manager Kanyakumari
🏢 The Grand Hotels
📍 Kanyakumari